ABSTRACT
Customer satisfaction is an important element in the development of a good company that is engaged in supplying products and services. Specific benefits include customer satisfaction: a positive association with customer loyalty is a potential source of future income. Product Quality and Service Quality into factors that affect customer satisfaction. Product quality is the understanding that the products offered by sellers have more selling points that are not owned by a competitor's product and if the services received or perceived (perceived service) as expected, then good perceived service quality and satisfaction. Other factors that affect customer satisfaction is the Price Fairness.
Key words: Customer Satisfaction, Product Quality, Service Quality, Perceived Service, Price Fairness
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ABSTRAK
Kepuasan pelanggan merupakan elemen penting dalam perkembangan sebuah perusahaan baik yang bergerak di bidang penyediaan produk maupun jasa. Manfaat spesifik kepuasan pelanggan meliputi : keterkaitan positif dengan loyalitas pelanggan yang berpotensi menjadi sumber pendapatan masa depan. Product Quality dan Service Quality menjadi faktor yang mempengaruhi kepuasan pelanggan. Kualitas produk merupakan pemahaman bahwa produk yang ditawarkan oleh penjual mempunyai nilai jual lebih yang tidak dimiliki oleh produk pesaing dan jika jasa yang diterima atau dirasakan (perceived service) sesuai dengan yang diharapkan, maka kualitas pelayanan dipersepsikan baik dan memuaskan. Faktor lain yang mempengaruhi kepuasan pelanggan adalah Price Fairness.
Kata-kata kunci : Kepuasan Pelanggan, Product Quality, Service Quality, Perceived Service, Price Fairness
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DAFTAR ISI
Halaman HALAMAN JUDUL................................................................................................. ...i HALAMAN PENGESAHAN......................................................................................ii SURAT PERNYATAAN KEASLIAN SKRIPSI..................................................... .iii KATA PENGANTAR.................................................................................................iv ABSTRACT .............................................................................................................. .vi ABSTRAK ................................................................................................................ vii DAFTAR ISI………………………………………………………………….…....viii DAFTAR GAMBAR………………………………………………………….……..xi DAFTAR TABEL…………………………………………………………………..xii DAFTAR LAMPIRAN……………………………………………………….........xiii
BAB I PENDAHULUAN 1.1 Latar Belakang Masalah ................................................................................ ...1 1.2 Identifikasi Masalah ...................................................................................... ...5 1.3 Tujuan Penelitian…..........................................................................................5 1.4 Kegunaan Penelitian.........................................................................................6
BAB II KAJIAN
PUSTAKA,
KERANGKA
PEMIKIRAN,
DAN
PENGEMBANGAN HIPOTESIS 2.1 Kajian Pustaka ………………………………………….……………………7 2.1.1 Perusahaan Jasa .................................................................................. ...7
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2.1.2 Manajemen Jasa .................................................................................. ...8 2.1.3 Faktor –faktor dalam Managing Quality ……………..……………….10 2.1.4 Pengertian Persepsi ………………………………..………………….17 2.1.5 Customer Satisfaction ………………………………..……………….18 2.1.6 Customer Loyalty……………………………………..………………20 2.2 Rerangka Teori ………………………………………………..…………….23 2.3 Pengembangan Hipotesis …………………………………..……………….24
BAB III METODE PENELITIAN 3.1 Desain Penelitian................................................................................................ .25 3.2. Populasi dan Sampel Penelitian ......................................................................... .26 3.3 Definisi Operasional Variabel ……………………………………......................29 3.4 Tehnik Pengumpulan Data …….…………………………………………….….36 3.5 Uji Validitas……………………………………………………………………..38 3.5.1 Hasil Uji Validitas .......................................................................................40 3.6 Uji Reliabilitas......................................................................................................44 3.6.1 Hasil Uji Reliabilitas....................................................................................46 3.7 Uji Outlier.............................................................................................................46 3.8 Uji Normalitas.......................................................................................................48 3.9 Uji Heteroskedastisitas.........................................................................................50 3.10 Uji Multikolineritas…………………………………………………………….52 3.11 Metode Analisis Data…………………………………………………………..54
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BAB IV HASIL PENELITIAN DAN PEMBAHASAN 4.1.Hasil Respon Kuesioner ………………………………………………………..57 4.2 Karakteristik Responden......................................................................................57 4.3 Pengujian Hipotesis dan Pembahasan..................................................................58 4.4 Hasil Pengujian Hipotesis Pertama (H1)………………………………………..59 4.5 Hasil Pengujian Hipotesis Kedua (H2)………………………………………….62 4.6 Hasil Pengujian Hipotesis Ketiga (H3)………………………………………….66 4.7 Hasil Pengujian Hipotesis Keempat (H4)……………………………………….66 4.8 Hasil Pengujian Hipotesis Kelima (H5)………………………………………....67 4.9 Pembahasan Hasil Penelitian……………………………………………………68
BAB V SIMPULAN DAN SARAN 5.1 Simpulan ............................................................................................................. 71 5.2 Keterbatasan Penelitian ....................................................................................... 72 5.3 Implikasi Manajerial.............................................................................................72 5.4 Saran………………………………………………………………...…………..72
DAFTAR PUSTAKA ………………………………………………………..……74 LAMPIRAN DAFTAR RIWAYAT HIDUP PENULIS (CURRICULUM VITAE)
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DAFTAR GAMBAR
Halaman
Gambar 2.1
Sistem Pengukuran Dasar Organisasi ................................................12
Gambar 2.2
Rerangka Teori....................................................................................23
Gambar 4.1
Pengujian Hipotesis............................................................................58
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DAFTAR TABEL
Halaman Tabel 3.1
Screening Question...........................................................................28
Tabel 3.2
Definisi Operasional Variabel .........................................................29
Tabel 3.3
KMO dan Bartlett’s Analisis Faktor Akhir .....................................41
Tabel 3. 4
Rotated Component Matrix Analisis Faktor Akhir..........................42
Tabel 3.5
Ringkasan Hasil Uji Validitas .........................................................44
Tabel 3.6
Hasil Uji Reliabilitas .......................................................................46
Tabel 3.7
Uji Normalitas...................................................................................49
Tabel 3.8
Hasil uji heteroskedastisitas..............................................................51
Tabel 3.9
Hasil uji multikolineritas...................................................................53
Tabel 4.2
Hasil Pengujian Hipotesis Pertama (H1)...........................................59
Tabel 4.3
Coefficients (H1)...............................................................................60
Tabel 4.4
Hasil Adjusted R Square (H1)...........................................................62
Tabel 4.5
Hasil Pengujian Hipotesis Kedua (H2)...............................................63
Tabel 4.6
Coefficients (H2) ..............................................................................64
Tabel 4.7
Hasil Adjusted R Square (H2)............................................................65
Tabel 4.8
Hasil Pengujian Hipotesis Kelima (H5).............................................67
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DAFTAR LAMPIRAN
Lampiran A
KUISIONER
Lampiran B
HASIL UJI SPSS
Lampiran C
JURNAL PENELITIAN
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